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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Email Tracking from Dy...
Microsoft Dynamics CRM (Archived)

Email Tracking from Dynamics - Responses Not Being Tracked/Not Showing in Dynamics

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Posted on by Community Member

I am using D365 Online and sent out an email to a Contact record in Dynamics (with the Contact set regarding as well) - the Contact record responded back, but the email response isn't showing in Dynamics. My email Process is Server-Side Sync. And my synchronization is set to Server-side for both Incoming and Outgoing emails. I am using correlation to track email conversations and also using Smart Matching instead of the Tracking Token. My personal options are set to track email messages in response to Dynamics 365 email.

Any ideas why I am not seeing the response appear into Dynamics?

*This post is locked for comments

  • Jonny NZ Profile Picture
    Jonny NZ 1,160 on at
    RE: Email Tracking from Dynamics - Responses Not Being Tracked/Not Showing in Dynamics

    Everything I've seen suggests this is an issue with the current Dynamics / Outlook integration. See here: https://crmtipoftheday.com/976/dynamics-365-outlook-app-conversation-tracking/

    Reading the release notes for the upcoming October 2019 release, I'm optimistic a fix may be coming as part of that. Page 199 of the release notes discusses improvements to Auto Capture.

  • cpowerspkfod Profile Picture
    cpowerspkfod on at
    RE: Email Tracking from Dynamics - Responses Not Being Tracked/Not Showing in Dynamics

    I am experiencing the same error. Exchange online and email being sent directly from D365. I am seeing that emails were opened (although it's double counting) but I am unable to see that there was a reply, even though the email was replied to in outlook.

    Any help is appreciated.

  • Adrian Launchbury Profile Picture
    Adrian Launchbury 15 on at
    RE: Email Tracking from Dynamics - Responses Not Being Tracked/Not Showing in Dynamics

    Same issue I am having. The reply is not tracked.

    I'm using CRM token and have "Email messages in response to Dynamics 365 email" set, server-side sync, Exchange Online. 

  • Mark A Macrae Profile Picture
    Mark A Macrae on at
    RE: Email Tracking from Dynamics - Responses Not Being Tracked/Not Showing in Dynamics

    Are you referring to the new 'App' for Outlook or the older Dynamics 365 'Add-in'? I am finding that the new App does not auto-track :(

  • Barbara Forsman Profile Picture
    Barbara Forsman 604 on at
    RE: Email Tracking from Dynamics - Responses Not Being Tracked/Not Showing in Dynamics

    Did you ever find a resolution for this?  I am having the same issue.

  • Community Member Profile Picture
    Community Member on at
    RE: Email Tracking from Dynamics - Responses Not Being Tracked/Not Showing in Dynamics

    Drew - thanks for the quick reply.

    I am sending the emails directly out of D365 Online from a User to a Contact. I have the Tracking Token enabled and I have the Contact as the Regarding field. The emails are being sent but the responses back (from Outlook) are not being captured back into D365 Online. I am using Exchange Online as my server profile  and Incoming/Outgoing emails are set to Server-side sync. I checked the settings for tracking emails in response, etc. As far as inbound emails they are not showing up in D365 Online.

    Am I missing a step somewhere? I'm not physically tracking the email that is being sent out of Dynamics.

  • Drew Poggemann Profile Picture
    Drew Poggemann 4 on at
    RE: Email Tracking from Dynamics - Responses Not Being Tracked/Not Showing in Dynamics

    Hi c.foster05,

    Some additional questions to help diagnose, if you can help answer:

    1.  Is the original message tracked successfully in D365?

    2.  Are you sending the original email from D365 or from Outlook?

    3.  Exchange Online for email?

    4.  Did you try sending email to yourself and verify that your reply is tracked?  

    5.  Are any inbound emails tracked successfully?

    Sorry for all the questions, these will help me understand options.

  • Community Member Profile Picture
    Community Member on at
    RE: Email Tracking from Dynamics - Responses Not Being Tracked/Not Showing in Dynamics

    I tried to enable the Tracking Tokens for emails and repeat my testing process again. Still not getting the email responses tracked back into Dynamics. Only showing the Sent emails.

  • Suggested answer
    Drew Poggemann Profile Picture
    Drew Poggemann 4 on at
    RE: Email Tracking from Dynamics - Responses Not Being Tracked/Not Showing in Dynamics

    Hi c.foster05,

    I would suggest using tracking tokens on the emails.  Microsoft even identifies the following:

    "Although we don’t recommend it because it can significantly reduce the probability for accurate email activity to email message correlation, you can turn tacking tokens off."

    Can you try with tracking tokens enabled and verify everything is working there first?

    Thanks,

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